CUSTOMER CARE FIELD REPRESENTATIVE

This position provides professional customer service and clerical support to the Water Distribution and Maintenance Division; investigates problems with water meters in the field; and performs related work as required. The incumbent works within a general outline of work to be performed, and develops work methods and sequences under general supervision.

The work is considered light in nature and involves walking or standing much of the time and involves exerting up to 20 pounds of force on a recurring basis, or skill, adeptness and speed in the use of fingers, hands or limbs on repetitive operation of mechanical or electronic office or shop machines or tools within moderate tolerances or limits of accuracy. The work requires the following physical abilities to perform the essential job functions: balancing, climbing, crawling, crouching, feeling, fingering, grasping, handling, hearing, lifting, mental acuity, pulling, pushing, reaching, repetitive motion, speaking, standing, talking, visual acuity, and walking.

Work environment may involve exposure to bright / dim light, extreme heat and/or cold, wet or humid conditions, dusts and pollen, animals / wildlife, traffic, moving machinery, electrical shock; and is dynamic that requires sensitivity to change and responsiveness to changing goals, priorities, and needs. 

• Researches water meter installations and associated problems for customers and contractors;
• Receives, delegates and processes customer service work orders;
• Determines necessity of locking or removing meters; cuts water services off and on as warranted;
• Inspects meter problems in the field as necessary; reads meters and conducts meter tests; cleans out meter boxes;
• Investigates and reports water theft;
• Provides efficient, professional and courteous customer service at all times;
• Maintains accurate and up-to-date customer records;
• Prepares correspondence and records regarding customer accounts;
• Performs general clerical work as required, including but not limited to preparing records and correspondence, entering and retrieving computer data, copying and filing documents, processing daily mail, sending and receiving faxes, answering the telephone, etc.;
• Receives and responds to inquiries, concerns, complaints and requests for assistance regarding areas of responsibility;
• Attends meetings, workshops, training, etc., as appropriate to enhance job knowledge and skills; and
• Performs other related duties as assigned.

MINIMUM REQUIREMENTS TO PERFORM WORK: 

• High school diploma or GED;
• Two (2) years of relevant prior experience;
• Valid South Carolina Class “D” Driver’s License.

• Knowledge of addition and subtraction, multiplication and division, and/or calculating ratios, rates and percentages;
• Ability to gather, organize, analyze, examine or evaluate data or information and may prescribe action based on such data or information;
• Ability to provide information, guidance or assistance to people to directly facilitate task accomplishment; may give directions or assignments to helpers or assistants;
• Ability to handle or use machines, tools or equipment requiring brief instruction or experience, such as computers for data entry, fax machines, copiers, telephones or similar equipment; may service office machines, including adding paper and changing toner;
• Ability to perform skilled work involving rules/systems with almost constant problem-solving;
• Ability to read technical instructions, procedures, manuals and charts to solve practical problems; composing routine reports and specialized reports, forms and business letters with proper format; speaking compound sentences using normal grammar and word form;
• Ability to perform clerical, manual or technical tasks prescribed by standard practices but which may require computation, the use of several procedures, and the use of independent judgments with obvious choices; requires normal attention for accurate results; and
• Ability to guide others, requiring frequent decisions affecting co-workers and others who depend on the service or product; works in a somewhat fluid environment with rules and procedures but with many variations from the routine.

Salary : $37,166 - $46,458